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jalil osvaldo lara mendivil

@jalilosvaldolaramend

Client Support Specialist at TELUS who documented Google Workspace cases in Salesforce and created clear bilingual response templates.

Canada

Message

What I'm looking for

I'm looking to learn new products and processes in a remote role, supporting customers in a fast-paced, changing environment.

At TELUS, I supported business clients in English and Spanish with Google Workspace email issues, resolving tickets and calls or escalating them with complete notes. I documented each case in Salesforce so teammates had the context they needed.

I created response templates for clear, consistent answers and followed SOPs and compliance guidelines. TELUS recognized my process improvements with the Top Performer Award and Team Focus Award.

Earlier, I supported customers and employees at Atelka, Support.com, Gruma Corp., and NIC México. My work included chat and remote technical support, SAP access and permissions, and writing and translating knowledge-base articles; I also completed Video Game 3D Modeling studies and independent 3D projects.

Experience

Work history, roles, and key accomplishments

Cloud Support Analyst

TELUS

Feb 2018 - Sep 2020 (2 years 7 months)

Provided technical support for Google Workspace to business clients in English and Spanish, documenting cases in Salesforce and building response templates. Received Top Performer and Team Focus awards for process improvements.

Salesforce Google Workspace Customer Support Documentation SOPs Compliance Spanish English

Business Chat Support Agent

Atelka

Jan 2017 - Nov 2017 (10 months)

Handled high-volume written chat support for business customers across Western Canada, achieving 95% customer satisfaction.

Live Chat Customer Satisfaction Account Management Spanish English

Remote Services Technician

Support.com

Mar 2015 - Dec 2016 (1 year 9 months)

Guided non-technical customers by phone through device, software, and home network issues using remote access tools as part of a distributed remote team.

Remote Support Troubleshooting Customer Service Phone Support

SAP Security Analyst

Gruma Corp.

Jan 2011 - Dec 2014 (3 years 11 months)

Managed user access and permissions under strict security and confidentiality controls, on call 24/7 for security incidents.

SAP Security Access Control Compliance Incident Response

Service Desk Analyst

Gruma Corp.

Jan 2011 - Dec 2014 (3 years 11 months)

Supported employees in Spanish and English by phone and email, logging and tracking requests through resolution or escalation. Wrote knowledge-base articles and translated them into Spanish.

Service Desk Knowledge Base Translation SharePoint Spanish English